Frequently Asked Questions

SHOPPING AT PEARLSTON

How may I contact you?

We are available to help with any queries by telephone on +41 22 311 74 58 or by email at sales@pearlston.com. Our normal hours of business are 9.30am to 4.30pm Monday to Friday. For full details, please visit our Contact Us page.

Christmas delivery

Please note that our offices will be closed between 15th November 2018 and 15th January 2019. During this period, we will be offering a limited delivery service. Please contact us by email for any enquiries about our pearls or services and we will reply promptly by email or phone.

Can I visit your office to view the jewellery and pearls?

No, we are only able to show our goods by prior appointment. Please contact us by telephone on +41 22 311 74 58 or by email at sales@pearlston.com to make an appointment.

Why should I register an account with Pearlston?

Once you have registered an account with us, you will be able to view prices of products on the Website, order products on the Website and update your details.

How can I apply for an account?

To apply for a trade account, please contact us by telephone on +41 22 311 74 58 or by email at sales@pearlston.com. We reserve the right to approve the registration of an account.

ORDER & PAYMENT

How can I make an order?

We accept orders processed online using a valid credit and debit card. We accept Mastercard, Visa, Visa Debit, Visa Electron and American Express.

We also accept payments in Switzerland by electronic bank funds transfer. Please note that, unless otherwise agreed with us, we will dispatch your goods when payment has been received or cleared.

Is it safe to use your website?

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards. For full details, please review our Privacy Policy.

DELIVERY

When will my order be delivered and how much will it cost?

Orders to Switzerland are shipped by registered postal mail and delivered within 1-2 working days from the day the order is received.

This service is free of charge for shipment of orders of goods purchased from our website that total more than CHF200 excluding VAT.

For shipment of orders of goods purchased from our website that total less than CHF200 excluding VAT, a charge of CHF8 to your order will be added during the checkout process, with VAT at the current standard rate of 7.7%.

Orders to other destinations are shipped by FedEx International Priority and delivered within 6-10 working days from the day the order is received.

A charge of CHF30 charge is applied at checkout for shipments to addresses in the European Union or North America. A charge of CHF45 charge is applied at checkout for shipments to other international addresses. For full details, please review our Delivery information.

Can my order be delivered today?

For addresses in Switzerland, it may be possible to arrange for express delivery by courier. This service will have additional shipping charges. Please contact us by telephone on +41 22 311 74 58 or by email at sales@pearlston.com.

Are your deliveries insured?

Yes, all our shipments are fully insured by us until delivered to you or signed for by you on delivery. Upon shipment of a tracked package, we will send you a confirmation with details of how to track the progress of your order.

RETURNS & EXCHANGES

How long is your returns policy?

You can return your goods to us within 14 days of delivery, providing that the items are returned to us in their original condition. Certain restrictions may apply to bespoke goods that have been customised, drilled or made to your own specifications.

We are not responsible for damage due to abnormal or improper use and normal wear and aging is not our responsibility. For full details, please review our Returns Policy.

How can I return my order to you?

To return an item to us, contact us by email at sales@pearlston.com to request a Return Authorisation (RA) number. Once you have received your RA number, please ensure that your returned goods are shipped to us within 7 days of receiving the RA number. You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

You will be responsible for any costs incurred returning your goods to us.For full details, please review our Returns Policy.

QUESTIONS ABOUT PEARLS

How are your pearls graded?

We have over 50 years experience in grading pearls. The quality of the pearls offered for sale on our website are shown with a description of their origin, colour, size, lustre and surface quality. If we can help with a specific question about the grading of an item on our Website, please Contact Us.

Will I receive the product specifically shown on a photo?

For unique products, you will receive the product shown on the photograph. Unique products will be described as such in the product description. For products that are not unique, you will receive a product that is similar to the product shown on the photograph.

We have made every effort to display as accurately as possible the colours and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any colour will be accurate. Please Contact Us if we can help you with a specific question regarding our pearls or jewellery.

What jewellery services do you offer?

We offer stringing services and charge CHF30 for bracelets, CHF40 for standard length necklaces and CHF120 for a sautoir, depending on length and pearl size. For full details, please review our Stringing services.

We offer drilling services and charge CHF3 for drilling of each pearl. We take however no responsibility if the pearl is damaged in any other way in the process of drilling. For full details, please review our Drilling services.

We offer valuation services and charge CHF50 for valuation of a piece of cultured pearl jewellery. For full details, please review our Evaluation services.